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Thank you to everyone who voted in the Proud to Serve survey!
It is important to us that we deliver services to you in a helpful and effective way. This is even more essential in the current challenging economic climate. So over the summer in 2010 we asked you to tell us how you would like us to deliver our services to you and how you would like to be treated by us.
Your views really do count
Many of you gave us your views by voting on sixteen customer service statements and choosing the three most important ones. We then met a number of customers in focus groups to further understand what those statements really meant to you. Thanks to all those who took part. From your feedback we were able to determine your top five priorities.
The top 5 chosen statements were:
- We are honest and keep our promises to you
- We spend your council tax wisely and give you value for money
- We listen to you and act on what you tell us
- We are professional and know what we are talking about
- You are treated as a valued customer
Update on the Proud to Serve brand promise
It is important to us that we reflect the current council situation in our Proud to Serve Promise. This is why we have refreshed the five promises to:
- We are honest, open and transparent
- We spend your council tax wisely and give you value for money
- We listen to you and act on what you tell us
- We are professional and know what we are talking about
- You are treated as a valued customer
Working to achieve the Proud to Serve promise
We are working to make sure we achieve these promises and know that we have work to do.
Some examples of what is happening already are:
- Mystery shopping, with actions put in place after the results are received
- Monitoring of customer service standards across the council
- Skills training for staff including customer service skills
- Improved communications between you and your council.
Measuring how you think we are doing
So we could track our progress in meeting the promise this spring we asked our customers how they felt the Council was performing inline with each of the promises. We completed this by talking to you out and about in the Borough and also had an online survey.
The question we asked was:
Our customers have told us how they want council staff to treat them. How do you think we are doing in these five areas?
- We are honest and keep our promises to you
- We spend your council tax wisely and give you value for money
- We listen to you and act on what you tell us
- We are professional and know what we are talking about
- You are treated as a valued customer
Customers options : 'happy', 'middle', 'unhappy', 'don't know'.
Results
We received feedback from 267 customers (234 face to face and 33 via an online survey)
We found that 31.5% of customers surveyed were satisfied with how we were meeting these promises.
What next
We will be working to improve this level in a number of different ways, for example:
- Improving the way staff deal with our customers
- Ensuring that customers get enough information to make informed decisions and have the chance to have their say.
We will let you know how we are doing later in the year.
Further information
Our customer promise will be delivered as part of 'Proud to Serve', one of our six core council values and is part of the overall approach to improving how we deliver services to our residents. Our customer service strategy is below for further information.
We will be updating you on the progress of the Proud to Serve promise on this page. If you have any questions please contact the customer strategy and development team, using the details below.
Contact Details
| Customer strategy development team | |
|---|---|
| Telephone | 020 8604 7124 |
| service.review@croydon.gov.uk | |
| Address | 5th Floor Taberner House, Park Lane, Croydon, CR9 3JS |
